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SHIPPING & RETURNS

At Hemaya Jewellers, we are committed to ensuring that your purchase reaches you safely, securely, and as quickly as possible. Below is our detailed shipping policy to provide you with all the necessary information regarding the delivery of your order.

SHIPPING POLICY

We offer the following shipping options for both domestic and international orders:

  1. Domestic Shipping (within United Kingdom):

    • Standard Shipping: Delivery within 3-7 business days.

    • Express Shipping: Delivery within 1-3 business days. Charges vary depending on location and size of the order.

  2. International Shipping:

    • Delivery within 7-14 business days, depending on the destination country. Shipping costs vary based on location, and the total will be calculated at checkout.

RETURN & EXCHANGE POLICY

Eligibility for Returns

  • Standard Products: Items may be returned within 30 days of delivery for a refund or exchange, provided they are unworn, undamaged, and in their original packaging with all tags intact.

  • Custom/Personalized Orders: Custom or made-to-order items, including engraved jewelry, are non-refundable unless they arrive damaged or defective.

Return Process

  1. Initiating a Return: To start a return, please contact our customer service team at mahmood-fahmy@hotmail.com within 30 days of receiving your order. Provide your order number and reason for return.

  2. Return Authorization: We will issue a return authorization and provide detailed return instructions. Items returned without prior authorization may not be accepted.

  3. Return Shipping: Customers are responsible for return shipping costs unless the item is defective or incorrect. We recommend using a trackable shipping method to ensure safe delivery.

Refunds

  • Once we receive and inspect the returned item, you will be notified of your refund status. If approved, the refund will be processed to your original payment method within 7-10 business days.

  • Please note, shipping fees are non-refundable unless the return is due to an error on our part.

Exchanges

  • If you would like to exchange an item, please contact us to arrange an exchange for the same item in a different size or style. Custom items are not eligible for exchanges.

Non-Returnable Items

  • Gift cards and custom-designed pieces are non-refundable.

  • Sale items are final sale and cannot be returned or exchanged unless defective.

PROCESSING TIME

  • Orders are processed within 2-5 business days. Custom or made-to-order items may take longer depending on the design. You’ll be notified of the estimated dispatch time upon order confirmation.

  • Orders are not processed or shipped on weekends or public holidays.

SHIPPING CONFIRMATION & TRACKING

  • Upon dispatch, you will receive an email with tracking details to monitor your shipment. Please allow up to 48 hours for tracking to update.

CUSTOMS,DUTIES & TAXES

  • For international orders, the recipient is responsible for customs duties, taxes, or import fees as these are determined by the destination country.

LOST OR DAMAGED PACKAGES

  • If your order is lost or damaged during shipping, please contact us within 48 hours of delivery. We will work with the courier to resolve the issue and provide a replacement if needed.

INCORRECT SHIPPING ADDRESS

  • Hemaya Jewellers is not responsible for items shipped to incorrect addresses provided by customers. If an error is made, please contact us as soon as possible to correct the address before shipment.

SIGNATURE REQUIREMENT

  • A signature may be required for high-value items upon delivery for security purposes.

For any further inquiries regarding our shipping or return policies, feel free to reach out to our customer service team at +447460120687 or Mahmood-fahmy@hotmail.com.

Thank you for choosing Hemaya Jewellers! We are honored to help bring your dream jewelry to life.

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